London Borough of Camden (25 004 652)

Statement Upheld Allocations 26-Feb-2026

Summary: Miss B complained that the Council failed to properly assess her medical needs in respect of her housing application. We found fault in the way the Council reached its decision that she was not eligible for higher priority which caused Miss B significant distress and uncertainty as to whether she had missed out on the chance to move to more suitable accommodation at an earlier point. The Council has backdated the medical priority to the date Miss B applied for it. The Council has agreed to apologise to Miss B and make a symbolic payment.

London Borough of Camden (25 006 542)

Statement Upheld Allocations 24-Feb-2026

Summary: Miss X complained about the Council’s handling of, and delays with, her medical assessment and review for her housing application. We found the Council at fault for its delays, poor communication, and a failure to make a decision when it should have. This caused Miss X frustration, distress and uncertainty. The Council has agreed to apologise and pay a symbolic payment to recognise the injustice.

London Borough of Camden (25 016 446)

Statement Upheld Homelessness 23-Feb-2026

Summary: There is no fault in how the Council handled a section 202 review. However, the Council delayed dealing with the homeless application after withdrawing the original decision, failed to record the reasoning for its decision Mr X did not have priority need, failed to respond to his emails and wrongly refused to respond to the complaint. That caused Mr X distress and left him with some uncertainty. The Council will apologise, make a payment to Mr X and provide guidance to officers.

London Borough of Camden (25 010 268)

Statement Upheld Homelessness 02-Feb-2026

Summary: We will not investigate this complaint about the Council’s handling of Mr X’s homelessness application. This is because the Council upheld his complaint about poor communication and apologised to him. Mr X also had the right to ask for a review of the Council’s decision and it was reasonable for him to exercise that right.

London Borough of Camden (25 000 877)

Statement Upheld Homelessness 28-Jan-2026

Summary: Mr X complained how the Council handled matters when his mother became homeless. He says the Council provided his mother with unsuitable accommodation and it failed to provide her with appropriate support for her needs. He also says the Council concluded its stage two complaint response within 24 hours without properly addressing his questions. We find the Council was at fault for failing to evidence it reassessed the suitability of the interim accommodation for Mr X’s mother. It also failed to respond to all the points in Mr X’s stage two complaint. These faults caused uncertainty and frustration. The Council has agreed to apologise to Mr X and his mother, make a payment to Mr X’s mother and provide evidence of a service improvement.

London Borough of Camden (25 004 216)

Statement Upheld Allocations 07-Jan-2026

Summary: Miss X complained the Council failed to properly consider her medical and safety needs when assessing her housing application. We find no fault in the Council’s decision not to award her medical priority points. However, we find fault in the Council’s failure to consider whether it was reasonable for Miss X and her children to remain in their current accommodation in light of the harassment she was experiencing, and in its failure to appropriately signpost her to, or coordinate with, its homelessness service. These failings caused Miss X uncertainty about whether she should have received additional advice or assistance. The Council has agreed to apologise, make a payment to Miss X, assess whether Miss X’s current circumstances give rise to homelessness duties, and take action to improve its services.

London Borough of Camden (24 019 817)

Statement Upheld Allocations 03-Dec-2025

Summary: Miss B complained the Council failed to consider her medical issues properly when awarding priority on the housing register and delayed considering her stage two review. The Council failed to properly consider Miss B’s circumstances and evidence when making a decision on medical priority and delayed carrying out the reviews. That means Miss B is left with some frustration and distress that the Council has not assessed her application properly and is left with some uncertainty. An apology and payment to Miss B, agreement to carry out a further review and reminder to officers is satisfactory remedy.

London Borough of Camden (25 007 696)

Statement Upheld Other 03-Dec-2025

Summary: We upheld Miss X’s complaint about delays in the children’s statutory complaints process. The Council agreed to resolve the complaint early by paying Miss X a symbolic remedy to recognise her injustice and complete its investigation.

London Borough of Camden (24 018 819)

Statement Upheld Assessment and care plan 27-Nov-2025

Summary: Mrs B complained about how the Council carried out a care assessment and awarded direct payments and raised concerns about the Council billing her for services she did not receive, failing to take account of her reasonable adjustments and delay considering her complaint. The Council delayed completing the care assessment and putting in place direct payments, wrongly billed Ms B for services she did not receive and delayed considering her complaint. There is no evidence of fault in other areas of the complaint. Ms B has experienced distress and missed out on care support. An apology, payment to Ms B, a further financial assessment, care plan review and training for officers is satisfactory remedy.

London Borough of Camden (24 015 121)

Statement Upheld Special educational needs 25-Nov-2025

Summary: Miss X complained about the Council’s failure to deliver special educational provision included in Section F of her son’s (Y) Education Health and Care Plan. We found fault with the Council. This fault caused injustice to Y and Miss X. The Council has already offered some suitable remedies. The Council has also agreed to make a symbolic payment to Miss X to recognise her distress, arrange a meeting with Miss X to review Y’s education and carry out further service improvement.